Technical Service Delivery Endpoint Engineer

University of California - Los Angeles Health
United States, California, Los Angeles
Feb 28, 2025
Description Under the direction of the Technical Service Delivery Endpoint Engineering Manager, provide expert technical solutions for the Windows and Mac desktop endpoint environments. Act as an escalation point for 24x7 TSD Operations and other technology teams. Key Responsibilities: Desktop Infrastructure Management: Architect, design, build, manage, and support the desktop infrastructure, including Windows OS, In-Place Upgrades, Macintosh OS, Linux OS, networking concepts, programming paradigms, PowerShell and Bash scripting, printing, hardware, patching, security remediation, application deployments, anti-virus, full-disk encryption, desktop virtualization, and endpoint management software (Intune, Autopilot, Azure, JAMF, SCCM, etc.). Project Execution: Oversee TSD project deliverables and resource execution. Policy Management: Manage Active Directory and Azure/Intune desktop policies for ClinNet (Kiosks), Enterprise, and Desktop as a Service (virtual desktop/VDI endpoints). Software Management: Administer Imprivata OneSign 'Tap Badge' software for all TSD-supported ClinNet and applicable Enterprise workstations, including policy, user, device, and license management. Documentation and Compliance: Develop and ensure adherence to policies, standards, standard operating procedures, and how-to documents. Ensure endpoints comply with standard security guidelines and safeguards. Communication: Communicate effectively, both verbally and in writing, with clients and peers. Apply the escalation process within TSD SLA guidelines. Incident Resolution: Resolve incidents and service requests promptly. Equity, Diversity, and Inclusion (EDI): Foster an inclusive work environment, promote diverse perspectives, and implement EDI initiatives within the desktop engineering team and broader IT operations. On-Call Support: Participate in after-hours on-call support This flexible hybrid role allows for a blend of remote and on-site work, requiring presence on-site3 times per quarter, within 24 hours of being asked to come on-site, oras needed based on operational requirements. Please note, travel to the "home office" location is not reimbursed. Each employee will complete a FlexWork Agreement with their manager to outline expectations and ensure mutual understanding. These arrangements are periodically reviewed and may be adjusted or terminated as necessary. Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $ 102,500 - $ 227,700annually. The University anticipates offering a salary between the minimum and midpoint of this range. Qualifications 1. Ability to monitor and report on statuses of endpoints utilizing SCCM/MECM & Intune. 2. Understanding of Networking and Active Directory. 3. Advanced knowledge of Microsoft Windows 10, Mac OS, Intune, Autopilot, SCCM/MECM, JAMF, and other endpoint management solutions 4. Advanced knowledge of ISS Microsoft Office products (O365, Office 2016, Outlook, Exchange and OWA). 5. Understanding of project plans, presentations, procedures, diagrams, and other technical documentation. 6. Understanding of Networking protocols and standards: DNS, DHCP, WINS and TCP/IP, etc. 7. Ability to work independently with minimal supervision as well as in a team environment. 8. Ability to follow escalation procedure within the TSD Team and under the ISS umbrella. 9. Establish standards and procedures for best practices, enabling commitments to established SLA's. 10. Ability to research and test new technologies and processes. 11. Demonstrate ability to develop creative solutions to complex problems. 12. Understanding of various Desktop Management Systems such as anti-virus software, patch management, full disk encryption, SSO/Tap-Badge (Imprivata) software and software delivery. 13. Ability to prioritize, organize, and execute work assignments. 14. Ability to communicate the status of various systems to management, leadership and/or support personnel. 15. Ability to skillfully react to a fluid and constantly changing work environment. 16. Ability to train, delegate and review the work of staff members. 17. Advanced knowledge of ticketing systems (ServiceNow). 18. Strong technical abilities with excellent communication and interpersonal skills. 19. Advanced knowledge of cloud computing (Azure, Intune, Autopilot, DaaS, Box, OneDrive). 20. Advanced knowledge of standard desktop imaging and upgrade procedures; SCCM/MECM/MDT, Intune, OSD, PXE, thin vs thick images. 21. Advanced knowledge of VPN remote software and RDP setup. 22. Advanced knowledge of Windows and Citrix based printing. 23. Understand ITIL overview and tier structure support using ticket tracking system. 24. Advanced knowledge of Apple OSX and iOS operating systems and platforms. 25. Advanced knowledge of virtualization technologies (Citrix XenApp, XenDesktop, VMWare, Azure Virtual Desktop, Windows 365, Amazon Workspaces). 26. Advanced knowledge of IT Security applications (Cisco AMP, Aruba OnGuard, DUO, FireEye, Windows Defender, Windows BitLocker, Checkpoint Encryption and USB allowlisting). 27. Must have a valid driver license and have reliable transportation.